JP6916701B2 - Sales support system - Google Patents

Description

The present invention relates to a sales support system, for example, a sales support system in a financial institution that provides financial products and services.

Financial institutions such as securities companies that sell financial products such as investment trusts are promoting the systematization of daily business reports that register the details of contact with customers and the systematization of customer attributes such as the suitability of product transactions related to customers. There is.

On the other hand, when a financial institution sells a financial product, it is obliged to fully explain the risk to the customer. Specifically, under the Financial Instruments Sales Law, when a financial institution sells a financial product, it is necessary to explain to the customer important matters in the transaction of the financial product, such as the characteristics and risks of the financial product. Therefore, a technique relating to a sales support system for financial institutions has been proposed in consideration of these (see, for example, Patent Documents 1 and 2).

In general, (1) on the display screen of the terminal operated by the sales staff in the sales support system, there are individual menus that support the sales staff, such as customer management, negotiation records, event information, office procedures, information from the call center, and performance display screen. It is prepared in. Further, on the (2) TOP screen, menus (customer management, negotiation records, etc.) for the sales staff to use the sales support system are displayed in a list. In addition, (3) Calls to customers and triggers for visits are carried out by checking customer information management information, negotiation record information, transactions, custody status, notifications from the head office, etc. and listing the responses. ing. (4) The sales staff consciously confirms the compliance standard and the customer's situation to confirm whether the content does not conflict with the compliance evaluation when grasping the sales situation to the customer.

Japanese Unexamined Patent Publication No. 2008-181551 Japanese Unexamined Patent Publication No. 2008-181552

By the way, the operation screen provided by the conventionally proposed system has the following problems. That is, (1) it is necessary for the salesperson to transition to each screen in advance, confirm the information, take an action, and input the content independently. (2) Sales staff have a wide range of follow-up events to customers, such as interviews and notification of valid dates of documents, transactions, business notifications due to deposits and withdrawals, campaign events from the head office, customer events, etc. It is left to the management of each person and is not systematized. (3) Inexperienced sales staff, such as new employees, have a shallow point of view of noticing, and it takes time to take the first action to the customer, which is insufficient as sales support to support the point of view of awareness. (4) Regarding compliance evaluation, there is a lack of a function that helps prevent violations of laws and regulations by giving warning notices in advance before violating laws and regulations based on customer trading status management.

The present invention has been made in view of such a situation, and an object of the present invention is to solve the above problems.

The present invention provides a database that holds information about a customer and information about a salesperson, a display terminal operated by the salesperson, and a server that extracts data from the database and provides the data to the display terminal in response to the request. A support system including the above, a data extraction means for automatically sucking up data from the database, a priority setting means for determining the priority of work to be performed by a salesperson based on the sucked up data, and the priority order. Based on the above, on the top screen as the business aggregation screen of the salesperson, the work and situation that the salesperson must do including the follow-up event contents and the latest action are aggregated and displayed collectively , and the call with the customer is made on one screen. With display control means that collectively displays information from the call center such as information, topics / report management screen, paperwork screen, action screen, achievement / detail display area and detail screen associated by operations for call center cooperation / compliance announcement area. , Customer-related information display control means that displays the information received from the customer by the customer management department in response to actions for the customer, requests from the salesperson to another salesperson, actions for the management department, and sales precautions. To be equipped.
Further, the priority setting means may be able to change the priority to be displayed according to the sales staff.
In addition, the call center cooperation / compliance announcement area is switched and displayed, and on the compliance announcement screen, candidate customers who are likely to need compliance confirmation from the customer's trading status are displayed, and compliance evaluation is violated based on the customer's trading status management. Based on compliance standards related to compliance items such as giving warnings and notifying managers in advance , determine the steps to be noted in order to prevent compliance violations by sales staff, and use the judgment results. Accordingly, a display mode changing means for changing the display mode related to the compliance items may be provided.
Further, regarding the compliance evaluation, a notification means for giving a warning or notifying the manager in advance before violating a law or an internal rule based on the management of the trading status of the customer may be provided.

According to the present invention, the work and situation that the salesperson must do, such as the content of the follow-up event and the latest action, are aggregated on the top screen of the salesperson, and detailed confirmation can be performed efficiently by transitioning to another screen. Work can be realized. From another point of view, by creating a flow from awareness to action, even inexperienced sales staff can respond to a wide range of follow-up contents, and technology that supports the activities of sales staff on the TOP screen. Can be provided.

It is a schematic block diagram of the sales support system which concerns on embodiment. It is a figure which shows the example of the TOP screen which is first displayed on the display screen which concerns on embodiment. It is a figure explaining the outline of the screen transition which concerns on embodiment. It is a figure explaining the transition example of the topic screen which concerns on embodiment. It is a figure which shows the example of the topic setting screen which concerns on embodiment. It is a figure which shows the reflection example from the action list registration screen to the action screen which concerns on embodiment. A screen example of the paperwork screen according to the embodiment is shown. It is a figure which shows the screen example of the call center cooperation screen which concerns on embodiment. It is a figure which shows the example of the information displayed on the compliance announcement screen which concerns on embodiment.

Next, an embodiment for carrying out the present invention (hereinafter, simply referred to as “embodiment”) will be specifically described with reference to the drawings.

FIG. 1 is a configuration diagram of a sales support system 1 according to the present embodiment, and the sales support system 1 functions as a system for supporting sales operations in a financial institution. The sales support system 1 includes a support server 10, a support database 20, and a client terminal 30, which are connected by a network 2. The support server 10 and the support database 20 may be integrally configured. Further, the support server 10 and the client terminal 30 may be configured to function integrally.

The operation of the sales staff (including the manager) using the sales support system 1 and the operation of the sales support system 1 will be described. The salesperson accesses the support server 10 from the client terminal 30 via the network 2, displays a desired screen on the display screen 31, and performs various operations.

The support database 20 stores business information (daily business report, etc.) and customer information (customer attributes) in association with each other. Specifically, the support database 20 includes a customer information unit 21, a transaction history unit 22, an asset information unit 23, a negotiation record information unit 24, a compliance information unit 25, and an organization information unit 26.

In addition to basic attributes such as "name", "address", "age", "gender", and "occupation", the customer information unit 21 provides customer information such as investment experience and important matters in financial product transactions. Information such as the suitability of transactions, including the necessity of explanation of, is recorded. The transaction history unit 22 records the trading history of financial products. The asset information unit 23 records the asset information of the customer. The negotiation record information unit 24 records daily business reports (contents of contact with customers, requested items, etc.).

The support server 10 transmits the customer attributes and the like stored in the support database 20 to the client terminal 30 in response to the access from the client terminal 30. Further, the support server 10 records / updates various information input by the client terminal 30 in the support database 20. All the operations of the support server 10 and the client terminal 30 can be realized by software. This software may be, for example, a Web application. The "function" realized by the sales support system 1 can be replaced with expressions such as "means", "department", and "device" corresponding to each "function".

Next, the details of the operation / function of the sales support system 1 will be described. Here, the screen displayed on the display screen 31 of the client terminal 30 and its transition will be mainly focused on.

FIG. 2 is an example of a TOP screen 40 that is first displayed on the display screen 31 when a salesperson uses the sales support system 1. The TOP screen 40 has a function as a business aggregation screen for sales staff. On this TOP screen 40, as will be explained in detail below, the work and situation that the sales staff must do, such as the content of the follow-up event and the latest action, are summarized, and the detailed confirmation can be done by transitioning to another screen. , Achieve efficient work. In addition, by creating a flow from awareness to action, even inexperienced sales staff can respond to a wide range of follow-up contents.

Specifically, the screen configuration is composed of an upper information display area 41 at the upper end of the screen and a display main body area 42 showing most of the screen below it. The upper information display area 41 is provided with a "notification message area" of the news feed on the left side of the figure and a "salesperson information area" on the right side. In the news feed, for example, a department store message entered by the branch manager or a message entered by the headquarters is displayed. In the salesperson information area, the affiliation, ID, login date and time, etc. of the salesperson being used are displayed.

The display main body area 42 is provided with a menu bar 43 and a search area 44 in an area immediately below the upper information display area 41.

The menu bar 43 is provided with a button for switching to the TOP screen 40 and various details screens. Specifically, a "TOP" button, a "customer management" button, and the like are provided. That is, the list of selectable functions can be aggregated in the menu bar 43, and various detailed screens can be displayed. The search area 44 provides various functions provided by the sales support system 1 and a function of searching customer information, sales staff information, and the like.

In the area below the menu bar 43 and the search area 44, there are topics / report management screen 50, paperwork screen 60, and action screen 70 on the left side of the screen, achievement / detailed display area 80 on the right side of the screen, and call center cooperation / compliance announcement. Area 90 is provided. Here, as an initial state, the actual result screen 81 is displayed in the actual result / detailed display area 80, and the call center cooperation screen 91 is displayed in the call center cooperation / compliance announcement area 90.

On the topics / report management screen 50, the topics screen 51 and the report management screens 52 and 53 (see FIG. 3) that switch to the topics screen 51 are displayed. The topics screen 51 displays topics that are tasks that the sales staff should perform (including matters that should be recognized, such as "customer's birthday"). By checking the topics on this screen, the sales staff can recognize and act from the viewpoints of "awareness" and "following".

On the paperwork screen 60, a screen listing "requests from customers" and a registration screen thereof are displayed. That is, it is possible to manage and display to the customer (customer) what to do and what to ask other sales staff. From this screen, you can quickly grasp and confirm the action for the customer.

The action screen 70 is a so-called action management screen, in which a display listing the latest actions and a registration screen thereof are displayed.

In the achievement / detail display area 80, the achievement screen 81 is displayed in the initial state (that is, the state in which the "TOP" button is pressed in the menu bar 43), and the buttons other than the "TOP" button are pressed in the menu bar 43. If so, various detail screens associated with those buttons are displayed.

On the achievement screen 81, the progress (achievement rate) of the individual achievement, the budget, and the achievement are updated daily. In addition, the current month and the current period can be switched and displayed. Further, these various detailed screens can be operated not only by the menu bar 43 but also by the operation of the topics / report management screen 50, the paperwork screen 60, the action screen 70, the achievement screen 81, and the call center cooperation / compliance announcement area 90. The associated detail screen is displayed. Such a display operation will be described later.

In the call center cooperation / compliance announcement area 90, the call center cooperation screen 91 in the initial state and the compliance announcement screen 92 (see FIG. 3) under predetermined conditions (tab switching operation, etc.) are displayed. On the call center cooperation screen 91, contact items and follow-up items when there is an inquiry from a customer in charge at the call center are displayed. On the compliance announcement screen 92, candidate customers who are likely to need to confirm compliance based on the trading status of customers are displayed.

First, the outline of the screen transition will be described with reference to FIG. Here, the topics / report management screen 50, the paperwork screen 60, the action screen 70, the achievement / detailed display area 80, and the call center cooperation / compliance announcement area 90 will be focused on.

In the topics / report management screen 50, as described above, the topics screen 51 and the report management screens 52 and 53 are switched by operating the tabs in those screens. On the topics screen 51, for example, notices that require contact with a customer are classified into business notifications, due dates, events, and the like, and displayed in a list. When the target to be confirmed is selected from the displayed list, the detailed list of the target customers (topics detail screen 500) is displayed by switching the screen to the actual / detailed display area 80.

On the action screen 70, for example, actions with dates such as the previous business day, one week before the previous business day, the next business day, and one month after the next business day, that is, the action schedule are listed based on the operating day. Is displayed. If you log in on a non-business day, it will be displayed based on the next business day.

Further, on the action screen 70, new action registration is also possible. New action registration can be performed from operations on the action list registration screen 110 (scheduled new registration screen) displayed in the achievement / detail display area 80 and the topics / report management screen 50 (including the corresponding topic detail screen 500). conduct. Which operation is registered from is internally recorded by, for example, a software development method. Further, the action screen 70 has a function of formatting the action screen 70 into a predetermined format (for example, a spreadsheet file format) for printing or the like and then outputting the action screen 70.

For example, the sales staff confirms the target customer on the topic screen 51, and registers the action for the customer on the action list registration screen 110 displayed in the performance / detail display area 80. The registered contents are displayed on the action screen 70. In this way, a series of work flows can be performed on the TOP screen 40. Although the description is omitted, the action list registration screen 110 can also be displayed from screens such as a customer-specific detail screen 301, a case registration screen 302, and a case progress confirmation screen 303.

"Requests from customers" are listed and displayed on the paperwork screen 60. For example, a new request registration screen 401 is displayed in the actual / detailed display area 80 by a predetermined operation to create a new request item. You can register in and display the details of related matters.

A list of contacts with customers is listed and displayed on the call center cooperation screen 91. For example, the sales staff can display the call center negotiation record card in the achievement / detail display area 80 and confirm the details by operating the desired date and time column of this list. Further, as described above, the compliance announcement screen 92 linked with the call center cooperation screen 91 displays the candidate customers who are likely to need compliance confirmation, and can respond promptly.

Thereby, the following effects can be obtained.
(1) Sales staff will be able to grasp at a glance what they should do today.
(2) An effective sales support screen can be realized for those who have little sales experience.
(3) Since the priority of work in the CRM system, which is another related system, can be known, it leads to the improvement of work efficiency. It can also contribute to the prevention of business omissions and the creation of opportunities.
(4) The registration screen and the input screen are integrated into one to improve operability and visibility, and it is possible to standardize the narrowing conditions.
(5) Regarding compliance evaluation, compliance violations can be prevented by giving warnings and notifications to managers in advance before violating laws and internal rules based on customer trading status management. In addition, centralized management of customer information facilitates information linkage and enables efficient business operations.

Next, details of various screens displayed on the TOP screen 40 will be described.
First, FIG. 4 is a diagram illustrating a transition example of the topics screen 51. Specifically, FIG. 4A shows a topic screen 51 displayed on the topic / report management screen 50, and FIG. 4B shows an example of a detailed screen associated with the topic screen 51 (here, the topic detail screen 510). There is.

As shown in FIG. 4A, the topics screen 51 includes a topic icon 501 and a title area 502 in the upper left area, and a setting icon 503 in the upper right area. In the area below them, the topics set by each individual are displayed.

Here, a division area 507, a notification content area 508, and a number number area 509 are provided. In the division area 507, the divisions associated with each topic are displayed. Specific notification content is displayed in the notification content area 508. In the number area 509, the corresponding number is displayed for the login handler, and is displayed by the handler in charge of the account targeted for each topic. Depending on the "hidden" update or the definition of the topic, the number will decrease by responding.

For example, in the category "business notification", the number of notification contents "A" is "11". Further, in the category "due date", the number of cases of the notification content "C" is "2". A link is set in the notification content of the notification content area 508. Here, it is underlined so that it can be recognized that the link is set. By pressing the notification content, the screen changes to the details screen.

For example, by pressing the notification content "C" (that is, the link) in FIG. 4A, the topic detail screen 510 in FIG. 4B is displayed in the achievement / detail display area 80.

On the topic detail screen 510, a specific topic item name (here, “C”) is displayed in the upper title area 511, and a table file output button 512 and an update button 513 are provided on the right side thereof. In the main body area below them, an icon area 514, an "account number / customer name" area 515, a "brand code / brand name" area 516, an expiration date area 517, and a non-display selection area 518 are provided and displayed in a list. There is. For example, a maximum of 100 items listed can be displayed, and if the number exceeds that number, the items are displayed by page feed.

The action management logo is displayed in the icon area 514 so that it can be selected. By clicking this, the action management screen (action list registration screen 110 (scheduled new registration screen), action list edit screen) can be displayed on a separate screen. 210) opens.

Further, in the non-display selection area 518, a check box is provided, and when this is checked, the check box is hidden. The setting is registered by setting the check to "ON" and pressing the update button 513.

FIG. 5 is an example of the topic setting screen 520, and the transition to this screen is made by pressing the setting icon 503 in FIG. 4A. Here, a display selection area 521, a display order setting area 522, a division area 523, and a notification content area 524 are provided. Here, 16 items are illustrated.

The contents of this setting can be set for each employee code. That is, it is possible to set the priority of topics according to the ability of each salesperson. For example, it is possible to set the display order of topics, which inexperienced sales staff tends to neglect, to be higher. Further, for each employee code, for example, for an inexperienced employee, the upper display order may be set in advance so as not to be changed.

In the display selection area 521, check the notification content to be displayed on the topics screen 51 of the TOP screen 40. The initial values are all checked. It should be noted that the setting may be set so that the check cannot be removed depending on the item.

In the display order setting area 522, the order to be displayed on the topics screen 51 is specified. If it is not specified or duplicated, it is displayed according to a preset rule (for example, topic number).

In the division area 523, the divisions associated with each topic are displayed. In the notification content area 524, the notification content that can be displayed on the topics screen 51 is displayed. By pressing the link (anchor), the displayed items can be confirmed in advance. In the division area 523, it is easy to understand what kind of division the topic is, so it is easy to grasp the matters to be considered when setting.

FIG. 6 shows an example of reflection from the action list registration screen 110 (action management registration) to the action screen 70 (action list). On this screen, the action schedule of the logged-in person is registered. Only customers in the same department store as the login person can register. In addition, editing is possible only for those who handle the same department as the registrant. A basic matter input area 120 is provided in the upper part of the action list registration screen 110 of FIG. 6A. Below that, various input / setting areas are provided, and a memo input area 160 is provided in the area at the bottom of the screen. Further, in the lowermost area, a registration button 161 for performing a final registration operation after inputting each item and a "close" button for interrupting registration are provided. For example, when the action management logo displayed in the icon area 514 of the topic detail screen 510 of FIG. 4B is pressed, the action list registration screen 110 as shown in FIG. 6A is displayed. By pressing the registration button 161 after inputting each item, the input content is reflected on the action screen 70 as shown in the thick line frame of FIG. 6B.

In the action screen 70, an action list icon 701 (action management logo), a title area 702, a table file output button 712, and a new registration button 713 are provided in the upper part of the screen. Below them are date tabs 710 and list areas 720.

The date tab 710 is provided with, for example, six tabs based on business days, from the left side to the tabs from the left side to the business day 5 days before (9 / 16-9 / 22), and the tabs on the day of the previous business day (9/24). , The day tab (9/25) of the input date, the day tab (9/26) of the next business day, the 1 month tab (9/29 to 10/25), and the undecided tab are provided.

"Time" when multiple dates are set, such as the tab (9 / 16-9 / 22) and the 1-month tab (9 / 29-10 / 25) from the left side to the 5th business day before. A specific date is also displayed in the column, and in the case of a specific date tab such as the current day tab, only the time is displayed.

FIG. 7 shows a screen example of the paperwork screen 60. A paperwork icon 601, a title area 602, and a new registration button 613 are provided in the upper part of the screen. Below them, a selection tag 610 and a list area 620 are provided.

The selection tag 610 is provided with a "to do" tag 611 and a "request" tag 612. In the list area 620, items associated with the tag selected by the selection tag 610 are displayed in a list. Here, the "to do" tag 611 is selected.

The paperwork screen 60 realizes an information transfer function from one handler to another, centered on the customer. For example, it is used when another handler accepts a request from a customer when the handler in charge is absent.

FIG. 8 is a screen example of the call center cooperation screen 91. As shown in FIG. 8, a logo mark 901, a title 902, and a read registration button 903 are provided on the upper part of the call center cooperation screen 91. By pressing the read registration button 903, the read-checked items can be collectively registered as read.

Below them, a project list area 930 is provided. In the matter list area 930, date column 931, account number / customer name column 932, category column 933, call status column 934, result column 935, correspondence column 936, comment column 937, read check column 938, etc. A column is provided, and there is also a call center receptionist name column, a customer inquiry purpose column, etc., which are not shown.

By pressing the date and time (link) in the date field 931, for example, a record when the call center responds is displayed, and the read check field 938 is marked as read.

FIG. 9 shows an example of information displayed on the compliance announcement screen. This screen is displayed by switching to, for example, the call center cooperation / compliance announcement area 90. The display items are "advance alarm classification", "customer name (customer name)", "age", "occupation", "assets under custody", "total commission", "asset commission rate", "total profit / loss", "asset profit / loss ratio", and "number of purchases". "Number of sales", "month before last", "month before", "current month", etc.

Regarding the compliance evaluation, it is possible to prevent the compliance violation by giving a warning and notifying the manager in advance before the violation based on the customer's trading status management.

As described above, according to the sales support system 1 of the present embodiment, data is automatically collected from the support database 20 and the like, the work to be performed by the sales staff is ranked (prioritized), and the tasks to be performed are aggregated on one TOP screen 40 and collectively. indicate.

That is, the displayed content is an action for the customer, or a request from a salesperson (handler) to another salesperson (handler) (not only what the person should do, but also a request to another salesperson). It can be brought about by (can also be done), it can be an action not only for the sales department but also for the management department (general affairs department, legal department, etc.), it can be a sales precaution, and so on.

In addition to displaying what to do and requests from others (another handler) on one screen, a call center (customer management department system such as a CRM system) such as call information with a customer is displayed. ) Can also be displayed collectively. Furthermore, the priority to be displayed can be changed according to the ability of the sales staff in charge. In addition, by clicking the notified content, it is automatically registered in the action list, and it is also possible to make a setting so that the details can be confirmed to be displayed.

By setting to change the color of the selection tag or the like provided on the display screen, for example, it is possible to display a pre-alarm, not only to recognize what to do, but also to perform a compliance check. In addition, there are announcements of events and campaigns, and proposals can be made according to the customer.

In addition, since the screen is separate for each customer, topics can be confirmed for each customer, and compliance check can be performed for each customer, it is possible to prevent mistakes made by the customer. It is possible to automatically notify the superior or the compliance office based on the conditions according to a specific topic (for example, elderly people over a certain age).

The present invention has been described above based on the embodiments. This embodiment is an example, and it will be understood by those skilled in the art that various modifications are possible for the combination of each of these components, and that such modifications are also within the scope of the present invention.

1 Sales support system 2 Network 10 Support server 20 Support database 30 Client terminal 31 Display screen 40 TOP screen 50 Topics / Report management screen 51 Topics screen 52 Report management screen 53 Report management screen 60 Paperwork screen 70 Action list screen 80 Achievements / details Display area 81 Achievement screen 90 Call center cooperation / compliance announcement area 91 Call center cooperation screen 92 Compliance announcement screen

Claims (4)

Support provided with a database that holds information about customers and information about sales staff, a display terminal operated by the sales staff, and a server that extracts data from the database and provides data to the display terminal in response to a request. It ’s a system,
A data extraction means that automatically downloads data from the database,
A priority setting means for determining the priority of work to be performed by a salesperson based on the collected data, and
Based on the above priority, the top screen as the sales staff's business aggregation screen aggregates and displays the work and status that the sales staff must do, including the follow-up event contents and the latest actions, and also displays the customer on one screen. Information from the call center such as call information with, topics / report management screen, paperwork screen, action screen, achievement / detailed display area and call center cooperation / compliance announcement area display related detailed screens are collectively displayed. Control means and
Customer-related information display control means that displays the information received from the customer by the customer management department in response to actions for the customer, requests from the sales staff to another sales staff, actions for the management department, and sales precautions. A sales support system characterized by being prepared. The sales support system according to claim 1, wherein the priority setting means can change the priority to be displayed according to the sales staff. The call center cooperation / compliance announcement area is switched and displayed, and on the compliance announcement screen, candidates who are likely to need compliance confirmation from the customer's trading status are displayed, and before the compliance evaluation is violated based on the customer's trading status management. Based on compliance standards related to compliance items such as giving warnings and notifying managers in advance , determine the steps to be noted in order to prevent compliance violations of sales staff, and depending on the judgment result. , Display mode changing means for changing the display mode related to the above-mentioned compliance items,
The sales support system according to claim 1 or 2, wherein the sales support system is provided. The sales support system according to claim 3 , wherein the compliance evaluation is provided with a notification means for giving a warning or a notification to an administrator in advance before violating a law or an internal rule based on a customer's trading status management. ..

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